Senior Associate, Platform Support for Strategic Accounts
Core
Level 2 escalation point for complex retirement plan servicing issues, partnering with remote clients and internal teams to ensure timely resolution.
Role type
Senior Associate, Platform Support (Strategic Accounts)
Builds
Operational continuity and resolution for 401(k) plan servicing workflows
Domain
Financial Technology / Retirement Plan Administration
Deliverable
client delivery
Required skills
retirement plan servicing knowledge, issue ownership, cross-functional collaboration, process improvement, documentation management, service level management
Preferred skills
2-4 years retirement industry experience, Excel/Google Sheets proficiency, Adobe Acrobat proficiency, network directory navigation
Technologies
Excel, Google Sheets, Word, Google Docs, Adobe Acrobat
Responsibilities
Manage Level 2 service escalations from client servicing teams, investigate and resolve complex operational issues, coordinate solutions with Operations/Product/Engineering/Compliance, provide guidance on platform functionality, monitor service level agreements, document escalations and resolutions, identify trends for process improvement
Seniority
Senior, hands-on IC
